What's Inside HEAT® Plus Knowledge

With HEAT Plus Knowledge, Service Agents can publish and retrieve intellectual capital across the entire organization. Most of an organization’s knowledge resides in the minds of its employees. To remain responsive and increase productivity, service organizations need to capture and maintain documented subject matter expertise. HEAT Plus Knowledge facilitates collaboration among experts by making it easier to share information through document searching, storage, indexing, reporting and authoring capabilities. With a robust knowledge repository, diagnosis and resolution steps for common service requests and incidents are easily accessible.

Under the weight of increasing call volumes, call escalations and shrinking budgets, service and support organizations are charged with the task of reducing call times, improving customer satisfaction and lowering cost per response. HEAT Plus Knowledge results in optimized service delivery:

• Leverage information assets across diverse business units
  
• Consolidate content repositories and structured and unstructured data in one solution
  
• Organize real-time information directly from its source, without duplication
  
• Eliminate the repetition of research queries
  
• Reduce training time and decrease escalation rates

• Improve response rates and consistency of resolution

HEAT® Plus Knowledge Features

No more Hard-to-Reach Content — Store documents in their native format and search for nearly any document type—including ODBC-compliant databases.

Removing the Barriers to Collaboration — An integrated and searchable knowledge repository helps agents find the information they need, regardless of its location or structure.

Learn the Value of Knowledge —I ndustry figures show that knowledge management can reduce operating costs by up to 40%.

Increase Compliance with Corporate Policy — Ensure that support technicians have the information they need in order to comply with current corporate policies, such as standards, procedures and marketing materials, by providing a single point of access to up-to-date information.

HEAT® Plus Knowledge Demos

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System Requirements: HEAT® Plus Knowledge

Environment

• 500 MHz, 256 MB RAM, 100 MB hard drive space (minimums)
• 100 MB network connection (recommended only)
• Microsoft Internet Information Services (IIS) server 5.0 or higher
• Microsoft .NET Framework 1.1 or higher

Operating System

• Microsoft® Windows® 2000 Server SP3 or higher
• Microsoft Windows 2000 Advanced Server SP3 or higher
• Microsoft Windows Server TM 2003

Workstation

• Any workstation that supports Microsoft Internet Explorer® or Netscape® Communicator
• Microsoft Internet Explorer 5.5 (English)
• Microsoft Internet Explorer 6.0 (English)
• Netscape 6.2 (English)
• Netscape 7.0 (English)
• The technician interface of HEAT Plus Knowledge requires Microsoft Internet Explorer.
• The HEAT Self Service TM interface can be used with either Microsoft Internet Explorer or Netscape Communicator.